Customer Service Policy

Customer Service Policy Rarebeautyusmalls

At Rarebeautyusmalls, we are committed to providing exceptional customer service and ensuring a seamless, satisfying shopping experience for every beauty lover. This Customer Service Policy outlines our core commitments, service scope, and procedures to help you understand how we support you throughout your shopping journey. If you have any questions about this policy, please contact us at [email protected].

1. Service Commitment

We strive to deliver timely, professional, and friendly service to address all your needs. Our customer support team is dedicated to:
  • Responding to your inquiries and feedback promptly (see Section 3 for response time details).
  • Ensuring transparency in product information, ordering processes, and after-sales services.
  • Resolving issues fairly and efficiently, with your satisfaction as our top priority.
  • Protecting your personal information in accordance with our Privacy Policy.

2. Scope of Service

Our customer service team provides support for the following matters:
  • Product Inquiries: Information about product ingredients, usage methods, color options, compatibility with different skin types, and stock status.
  • Order Assistance: Help with order placement, payment issues, order tracking, order modifications, and order cancellations (subject to order status).
  • Shipping & Delivery: Details about shipping methods, delivery timeframes, shipping costs, and handling of lost, delayed, or damaged shipments.
  • Returns & Refunds: Guidance on our return and refund policies, return procedures, refund processing times, and exchange options (see Section 4 for details).
  • Feedback & Complaints: Handling your suggestions, comments, or complaints to continuously improve our products and services.

3. Contact Methods & Response Time

You can reach our customer support team via the following channel:
Response Time Commitment:
  • We aim to respond to all email inquiries within 24-48 business hours (excluding weekends and public holidays).
  • For urgent matters, we will prioritize processing and strive to provide a preliminary response as soon as possible.

4. Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If you are not happy with a product, please refer to the following guidelines for returns and refunds:
  • Eligibility for Returns: Products must be returned within 30 days of delivery, in their original, unused, and unopened condition (with original packaging, tags, and receipts intact). Returns of used, damaged, or tampered products may be rejected, unless the product was defective or damaged upon receipt.
  • Defective/Damaged Products: If you receive a defective, damaged, or incorrect product, please contact us within 7 days of delivery. Provide photos/videos of the product and packaging, and our team will arrange for a free return, exchange, or full refund.
  • Return Process: Contact our customer support team via email to request a return authorization (RA) number, stating your order number, product name, and reason for return.
  • Pack the product securely with the original packaging and include the RA number on the package.
  • Ship the product back to the address provided by our support team. Please note that return shipping costs are borne by the customer, except for cases where the return is due to our error (e.g., defective product, wrong item).
  • Refund Processing: Once we receive and inspect the returned product (usually within 3-5 business days), we will process your refund. Refunds will be issued to the original payment method, and the processing time may vary depending on your payment provider (typically 3-7 business days).

5. Privacy Protection

We take your privacy seriously. Any personal information you provide to us (such as name, contact details, payment information, and order history) will be used solely for the purpose of providing customer service, processing orders, and improving our services. We will not share your personal information with third parties without your explicit consent, except as required by law.

6. Policy Updates

We may update this Customer Service Policy from time to time to reflect changes in our services or legal requirements. Any updates will be posted on this page, and the revised policy will take effect immediately upon posting. We recommend checking this page regularly to stay informed of any changes.
Thank you for choosing Rarebeautyusmalls. We are here to support you every step of the way and look forward to helping you embrace your rare beauty.